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Mid-level generalist role, metro location, known enterprise brand, and broad skillset increase applicant competition.
ITSM and ServiceNow skills transfer across industries but remain domain-specific to service operations and SaaS environments.
Mandatory ITIL certification, ServiceNow experience, night/weekend shifts, and explicit 3–5 years requirement tighten shortlisting.
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Serve as the main service management contact for assigned customers, handling communication during major incidents and operational events.
Oversee end-to-end incident, problem, change, and SLA/KPI governance, ensuring timely resolution, operational reporting, and risk escalation.
Lead service reviews and continuous improvement initiatives across complex, integrated enterprise SaaS/cloud environments with multiple stakeholders.
3-5 years experience in IT Service Management, Application Support, Production Support or IT Operations.
ITIL certification required.
Experience working with customer-facing service management or managed services environments, including running bridges.
Experience with ServiceNow or similar ITSM platforms and working night/weekend shifts; immediate joiners preferred.
Experienced in coordinating across business, technical, and leadership teams within complex, multi-application production environments.
Strong in SLA/KPI monitoring, operational reporting using tools like Excel or Power BI, and driving corrective/preventive actions.
Skilled at clear customer communication of technical issues, escalation management, and ownership in high-pressure settings.